jane M.
Mid-Level Customer Experience Specialist
Open to offersNew to PlatformAbout
Jane M. is a seasoned Customer Experience Professional based in Nairobi, Kenya, known for effectively supporting a variety of industries including telecommunications, travel, towing, and home services. At 24 Hours Group, she excelled in the Towing & Roadside Assistance Division, enhancing customer experience and achieving top conversion rates, generating over $1000 in daily revenue. Her proficiency in coordinating appointments, negotiating with service providers, and matching customers with suitable technicians has been pivotal. In the Home Services Division, she maintained an 85-90% conversion rate by swiftly managing customer enquiries and overseeing service bookings across chimney cleaning, air ducts, and more. Jane has also lent her expertise as a Subject Matter Expert at Metro by T-Mobile, focusing on high-volume Live Chat support, achieving over 90% customer satisfaction. Her educational background includes a Bachelor's in Hospitality & Tourism Management from Kenyatta University, supporting competencies in CRM Systems and Technical Troubleshooting.
Experience
CUSTOMER OPERATIONS SPECIALIST
24 Hours Group · 2025 — PresentCollaborated with customers and service providers to arrange roadside assistance from enquiry to job completion, fostering a positive customer experience throughout the process. Assisted customers in understanding service options and successfully converted inbound enquiries into jobs by consistently maintaining high performance. Scheduled appointments and negotiated terms with towing providers, ensuring proper technician assignment based on various factors such as urgency and location. Managed customer interactions across multiple channels, including phone, SMS, email, and CRM platforms, while diligently keeping records and following up as needed. Coordinated seamlessly with remote teams distributed across several countries to address issues and facilitate operations.Subject Matter Expert / Mentor
Metro by T-Mobile · 2024 — 2024Oversaw high volumes of Live Chat and Email inquiries, specializing in resolving Tier 2 billing issues and technical troubleshooting. Sustained high customer satisfaction rates and exceeded first call resolution metrics through thorough product knowledge and efficient issue analysis. Guided and supported new hires during their transition from training to live production, ensuring they were prepared and compliant with service standards. Enforced customer data privacy regulations by ensuring the secure handling of sensitive customer information.Customer Service Agent
T-Mobile · 2023 — 2024Provided billing, account, and technical assistance to U.S. customers amidst high call volumes, addressing 30-50 calls each day while resolving issues remotely. Attained high CSAT and resolution scores while adhering to strict quality and SLA requirements. Documented customer interactions within CRM systems meticulously to ensure service continuity and accountability. Handled escalated customer concerns with empathy, effectively restoring trust and retention. Executed secure payment adjustments and account updates in compliance with data protection protocols.Sales & Service Representative
Travel Pass Group · 2023 — 2023Handled 40-70 inbound and outbound calls daily, assisting customers with bookings, pricing details, and service options across various time zones. Achieved significant call to booking conversion rates through effective communication and tailored solutions.CUSTOMER COMMUNICATION & DIGITAL SUPPORT
Richlife Service Maintenance and RepairsFacilitated customer communication through diverse channels, including phone, email, and social media, ensuring comprehensive and timely responses. Developed visual aids and informative materials to clarify service offerings and processes for customers. Aided small business operations by managing inboxes and tracking enquiries, contributing to consistent service delivery.
Skills & Expertise
Education
- Bachelor of Hospitality & Tourism ManagementKenyatta University · 2018 — 2023
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